HGS Interactive
Digital customer experience strategy
Designing an experience roadmap for the digital customer
The connected
customer
People are online 24/7 and expect issues to be addressed immediately.
The empowered
customer
Modern customers take to social media as soon as they’re unhappy.
The flighty
customer
68% of customers stop buying a brand because of poor service.
The undervalued
customer
Existing customers are often forgotten. 40% will buy more with personalized offers.
Craft meaningful customer experiences across channels
To meet growth goals, it’s imperative to be present and relevant where your customers are. We create strategies to deliver targeted experiences online, where your customers reside. Omnichannel solutions drive growth.
Win at the strategy game
At HGS, we design digital roadmaps based on challenges, requirements, and industry best practices to future-proof your business.
Omnichannel strategy
We provide omnichannel strategies across websites, apps, chatbots, contact centers, and CMS platforms to provide a great CX.
Customer centricity
Persona identification and customer journey mapping factors what customers are thinking, feeling, and doing at each stage.
Technology partnership
A platform-agnostic approach enables smooth transformation and solves specific business problems.
Roadmap creation
A future-forward DCX stems from our domain expertise, clear priorities, flawless execution, and change management.
At the heart of differentiated DCXs: Personas and journey maps
Taking the time to understand customer needs and map their journeys reveals pain points.
A good DCX strategy identifies personas across the stages of a customer lifecycle and provides exemplary service at all of them.
Personalization helps in customer engagement, retention, and loyalty.
Take time to develop a DCX strategy
- Meet with key stakeholders
- Identify and aggregate key issues and pain points
- Identify the problem areas with scope for improvement and measurable metrics for success
- Create the strategy and share with the team
- Create a roadmap based on the strategy. including a feasibility study, technology requirements, priority setting, and tools needed
- Draw up an execution plan for approval
Workshop to unveil customer needs
An onsite discovery workshop can help you:
- Understand business and marketing challenges and goals
- Look at industry best practices and latest trends
- Understand current customer experiences vs. desired outcomes
- Plot organizational capabilities across a digital transformation maturity map
- Create a high-level strategy approach for next stage of maturity
- Identify next steps and create engagement plan
Looking to decode your customer requirements?
This workshop will help identify the different personas for your business services and map your customer journey to serve them better.
Which CMS tool suits your requirements?
This workshop focuses on defining requirements and selecting the right content management system for omnichannel publishing.
DCX-related services
We provide end-to-end DCX support.
Link to: Headless Content Management System (CMS)
Headless CMS
Our headless CMS systems keep everything intact on the back end, but add an API to deliver your content to any channel on the front end.
Link to: CX Chatbots
CX bots and live chat
We help build next-gen conversational interfaces, powered by AI and machine learning capabilities. We design, build, and scale chatbots that form an integral part of your CX.
Link to: Website Design and Development
Websites
Our expertise in designing, building, and maintaining web properties ensures an unmatched online presence for your brand.
Link to: Mobile App Development
Mobile
Our mobility practice currently supports 50+ customer engagements across the globe powering 400+ connected devices. We help clients engage with employees, partners, and customers.
Link to: Creative and Production Services
Creative and production
Create impactful conversations online and stay connected with your customers with our proven capabilities in social media management.
